GIH Customer Service Supervisor - Cigna Healthcare

Overview

Lead and manage a team of approximately 12-15 Customer Service Representatives for Cigna International, driving customer experience and operational performance.

What you'll do

• Manage, lead, and mentor a team of Customer Service Representatives to deliver exceptional service and meet operational KPIs.
• Attend escalation calls and meetings.
• Proactively identify opportunities for process improvement and innovation.
• Ensure productivity, quality, and customer satisfaction targets are consistently met.
• Provide coaching, mentoring, and support to team members for skill development and performance enhancement.
• Maintain strong employee engagement through day-to-day involvement, motivation, conflict resolution, and training.
• Implement new initiatives and measure their impact in coordination with the Management Team.
• Serve as a single point of contact (SPOC) for specific clients/accounts, if required.
• Represent the organization during client visits, stakeholder meetings, and strategic partner interactions.

What you'll need

• Minimum of 2 years of relevant leadership experience in international voice and similar functions/companies.
• Strong performance track record in leadership roles.
• International mindset with the ability to collaborate effectively across locations.
• Experience in coaching, managing, and motivating individuals.
• Proficiency in conflict management and complaint resolution.
• Excellent communication and presentation skills, along with proficiency in Microsoft Office tools.
• A growth mindset with a positive attitude towards change and innovation.
• Strong interpersonal skills, empathy, and ability to foster collaboration.
• Action-oriented problem-solving attitude with excellent organizational and prioritization skills.
• Results-oriented mindset with a focus on achieving personal and team goals.
• Key competencies: change management champion; metrics and performance driven; organizational acumen; ability to drive people engagement and loyalty; proficiency in building effective teams; tech-savvy with a global perspective; data-driven decision-making capabilities.

Details

• Location: CHSI Bengaluru Office.
• Work mode: 100% office-based.
• Employment type: Full-time.